RETURNS
Returning goods
If you wish to return an article, please make sure that:
- you return the invoice and indicate which article(s) you are returning
- the article concerned is undamaged and has not been washed
- the original labels are still attached to the clothing.
Return through DPD Pick-up
Please notify us of your return consignment via our contact form or send us an email at customerservice@repeatcashmere.com or call us on +44 (0)20 8068 1984.
As soon as you have informed us that you wish to return your order, we will arrange a date and address with you on which our partner DPD will pick up the returned goods from your home/office address.
Return through a DPD Parcel Shop
Each parcel contains a return label which you can use to return your shipment to us via a DPD Parcel Shop. To return your parcel, attach the left half of return label to your parcel and drop it off at the DPD Parcel Shop of your choice. At the DPD Parcel Shop the parcel will be scanned and you keep the right half of your return label with the tracking number as proof of posting. We advise you to keep your proof of posting (the right half of your return label) in order to follow the status of your return. Find your nearest DPD ParcelShop.
In case your parcel does not contain a return label, please contact us via our contact form, via email at klantenservice@repeatcashmere.com or by calling +44 (0)20 8068 1984. We will then send you your return label by email customerservice@repeatcashmere.com.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right to cancel, you must inform us (Repeat Fashion B.V., Noorderdreef 68, 2153 LL Nieuw-Vennep, The Netherlands, to be reached by phone at +44 (0)20 8068 1984 or by email via customerservice@repeatcashmere.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) excluding the return fee of €2.50.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than-
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You can return through a pick-up service, parcel shop or drop off point. You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Repeated returns
REPEAT cashmere offers a flexible returns policy to make your online shopping experience more enjoyable. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.
Return Fee
At REPEAT, we are committed to taking active measures in reducing climate change. As part of our sustainability efforts, we charge a small return shipping fee of €2.50 per returned order. By implementing this fee, we aim to encourage customers to make more thoughtful purchase decisions and ultimately contribute to a greener future. Together, we can make a significant difference in keeping our ecological footprint to a minimum.
SHIPMENT INFORMATION
Shipment information
We currently ship to most European countries with our shipping partner DPD. Please select your country in the box below to display available shipping options and from which order amount we offer free shipping:
Shipping options
Delivery time
Shipping costs
Free shipping From
DPD
3-6 BUSINESS DAYS
€ 4.95
€ 99.00
PARCEL SHOP
3-6 BUSINESS DAYS
€ 4.95
€ 99.00
* Depending on product availability
** Shipping costs are displayed in Euros, including VAT
Free shipping
REPEAT cashmere offers free shipping to Belgium, the Netherlands, Luxembourg and Germany for orders of € 99.- or above.
Country
Shipping costs
Free shipping from
Delivery time
Austria
€ 9.95.-
€ 199.-
3 to 6 business days*
Belgium
€ 4.95.-
€ 99.-
3 to 6 business days*
Czech Republic
€ 19.95.-
€ 249.-
3 to 6 business days*
Denmark
€ 12.95.-
€ 199.-
3 to 6 business days*
Finland
€ 19.95.-
€ 249.-
3 to 6 business days*
Germany
€ 4.95.-
€ 99.-
3 to 6 business days*
Ireland
€ 19.95.-
€ 249.-
3 to 6 business days*
Italy
€ 19.95.-
€ 249.-
3 to 6 business days*
Latvia
€ 19.95.-
€ 249.-
3 to 6 business days*
Lithuania
€ 19.95.-
€ 249.-
3 to 6 business days*
Luxembourg
€ 4.95.-
€ 99.-
3 to 6 business days*
Netherlands
€ 4.95.-
€ 99.-
3 to 6 business days*
Portugal
€ 19.95.-
€ 249.-
3 to 6 business days*
Spain
€ 19.95.-
€ 249.-
3 to 6 business days*
Sweden
€ 19.95.-
€ 249.-
3 to 6 business days*
* Depending on product availability
** Shipping costs are displayed in Euros, including VAT
Home delivery
Home delivery is our standard shipping service where your parcel will be delivered to your home address, or any other residential address (except P.O. boxes) which you specify during the order process.
It's also possible to deliver your shipment to a location other than your home address: just fill in your preferred delivery address during the checkout process and we’ll send your order to the address you provided. (Unfortunately, it's currently not possible to have your order delivered to a P.O. Box.) This way you can surprise one of your loved ones with a nice REPEAT gift or have your order conveniently delivered to your office.
Pickup points (DPD only)
During the checkout process, you will be given the option between home delivery or a delivery to a local pickup point (DPD Parcel Shop). The pickup points are located in supermarkets, corner shops and newsagents and have extended hours, allowing you to pick up your parcel at a time which is convenient for you.
To use this shipping option, we will require your mobile phone number (which we will ask for during the checkout process) as this is how we'll inform you that your parcel is ready for collection.
To collect your order, you will need to show a valid identification (a passport, an ID card or a driving license (with photo)). Please note that without valid identification, you will not be able to collect your parcel; we want to protect our customers and we apologise in advance for any inconveniences this may cause.
Your parcel will be held in the ParcelShop for up to 7 days. After this period, your parcel will be returned to us. Upon receiving your parcel back in our distribution center, we will cancel and refund your order.
Tracking your parcel
After your parcel has been dispatched you will receive an email with a tracking number. With this tracking number you can track the status of your parcel here:
Taxes and duties
All prices on repeatcashmere.com include duties and local applicable VAT.
Important information
1. Please note that during peak times (special promotions and SALE periods), it might take longer to dispatch your parcel.
2. We work closely with our shipping partners to minimize the potential impact of custom delays on our international customers.
3. Occasionally, articles can't be dispatched immediately from our distribution center. We will inform you about the longer delivery period during the checkout process when this happens.
PRIVACY POLICY
Privacy policy Repeat Fashion BV
We, Repeat Fashion B.V. are the owners of the https://www.repeatcashmere.com/en/ website. We are committed to protecting your privacy and security. Any information you as user of the website provide is received, stored and managed by us in line with our Privacy and Security policies detailed below which is in line with European and UK regulation. By using our website, you are agreeing to this policy and the use of cookies in line with the terms in this policy.
Privacy
This Privacy Policy explains how REPEAT Cashmere ('We/Us/Our') collect, store and use your personal data when you browse and use www.repeatcashmere.com/en/website (the 'Website'), and when you provide us with your personal data. Please read this Privacy Policy carefully.
By accessing, browsing or otherwise using the Website you confirm that you have read, understood and agree to this Privacy Policy. If you do not agree with any part of this Privacy Policy, you must not use the Website.
Repeat Fashion B.V.
Noorderdreef 68
2153 LL Nieuw-Vennep
The Netherlands
We respect your right to privacy and are committed to maintaining it. We only collect, store and process your personal data in accordance with the General Data Protection Act, which came into force on 25th May, 2018.
You can surf our website without indicating your name or other personal data. Any data collected, is only analysed for statistical reasons, and serves for the improvement of our offers. You as user remain completely anonymous.
Personal data is only collected if you enter it for the transaction between you and us or at the creation of a customer account or for the registration to our email newsletter. This data is only used for the settlement of the contract and the execution of your enquiries. After the complete settlement of the contract and the complete payment of the goods, your data is saved considering storage periods in terms of commercial and tax legislation. After expiration of this period the data is deleted.
If you respond to a promotion or contest, we ask for your name, address and email address. We use this information to perform the action, to disclose the winner(s), and to measure the response to our marketing campaigns.
After the contract settlement, your email address is only used for the advertising purposes in form our newsletter if you had agreed to receive our electronic newsletter. You are able to unsubscribe from the newsletter at any time via the link in the newsletter or you can inform us of this by sending an e-mail to customerservice@repeatcashmere.com calling our Customer Service team on +44 (0)20 8068 1984. We will immediately delete your email address after receiving such notification.
The personal details you provide when registering with us as a client can be viewed and altered at any time by you, in the ‘Login’ section of the website.
We only share your information in these circumstances: with agents (including credit reference agencies, credit card clearing agencies transport/logistics companies and our third-party customer services provider), if and when our company is ever sold or purchased by another company, or with outside research agencies for research about our own goods and services. We will never pass your data on to a third party for marketing purposes.
If you choose or are provided with a password you must treat such information as confidential and you are responsible for any activities that occur under your account. We shall not be liable for any loss or damage which may arise as a result of any failure by you to keep your password or other account information confidential.
Data transfer internationally
Information we collect may be stored and processed in and moved between any of the countries we operate in. We will comply with the General Data Protection Regulations in respect of any such transfers. Please be aware that such countries which are outside of EEA may not have the same level of data protection as the United Kingdom, however our collection, storage and use of your personal data will continue to be governed by this Privacy Policy.
Access to your Information
Under the General Data Protection Regulations, you can request to access the details we hold on you (including what is being processed, where and for what purpose), to have your data rectified, to have your data moved to another organisation (for free) or to be removed from our database, by emailing customerservice@repeatcashmere.com.
We will provide you with an electronic copy of the data we hold on you via email within as soon as reasonably possible but no longer than 1 month from the date of request.
You also have the right to stop the collection of this information on you and delete any information we hold on you. If you have any further questions concerning the collection, execution or usage of your personal data, do not hesitate to contact us. The same applies for correction desires concerning your personal data and for revocation of agreed consents.
Access to your Information
Under the General Data Protection Regulations, you can request to access the details we hold on you (including what is being processed, where and for what purpose), to have your data rectified, to have your data moved to another organisation (for free) or to be removed from our database, by emailing customerservice@repeatcashmere.com.
We will provide you with an electronic copy of the data we hold on you via email within as soon as reasonably possible but no longer than 1 month from the date of request.
You also have the right to stop the collection of this information on you and delete any information we hold on you. If you have any further questions concerning the collection, execution or usage of your personal data, do not hesitate to contact us. The same applies for correction desires concerning your personal data and for revocation of agreed consents.
Complaints
If you feel your personal information has not been collected lawfully or has not been processed within the General Data Protection Regulations, you have the right to lodge a complaint with the Information Commissioners Office by visiting: www.ico.org.uk/make-a-complaint.
Security
At REPEAT cashmere, we take your online security very seriously. Full details of how we protect the information you provide us are given below.
Our website uses the latest technologies to provide a safe, secure site for electronic commerce transactions, including secure socket layer (SSL) technology for payment transactions. SSL is a method for establishing a link between one computer and another safe one. Banks also use these links for online banking. You will recognise an SSL link by the little padlock which appears on the lower right in the menu bar of your browser and at the address bar which begins with "https" instead of "http". In this case the "S" stands for "secure".
E-mail correspondence is not a secure means of communication as it is a free format text and cannot be encrypted. Although we use advanced security measures to protect your information against loss, misuse and alterations, because of the nature of the internet we cannot guarantee the security of your information provided to us over the internet and cannot be held responsible for this.
Cookies
What are cookies?
What are cookies?
‘Cookies’ are small text files that are stored on your computer. Our online shops use cookies to improve and to secure our internet presence - for example to increase the navigation on our platform. Furthermore, cookies help us to analyse the frequency of our webpage views and the general navigation. Please note that some of these cookies are transmitted from our server to your system. In most cases these cookies are so called "Session -Cookies". Session cookies are deleted automatically from your hard-disk after your visit of our shops. Other cookies remain on your computer and allow us to recognize your computer during your next visit (so-called ‘persistent’ cookies). These cookies allow us to welcome you with your username and spare you retyping of your password and filling out forms with your data for subsequent orders.
Are cookies safe?
Yes. The information stored in cookies is safe and anonymous. They do not contain any information which could personally identify you and your account security is never compromised. You can find more information about cookies at https://www.allaboutcookies.org and https://www.youronlinechoices.eu/.
Cookies used on our website
Below, you can see the full list of cookies we use:
This website uses cookies. We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services.
Cookies are small text files that can be used by websites to make a user's experience more efficient.
The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission.
This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.
Your consent applies to the following domains: www.repeatcashmere.com
Your current state: Allow selection (Necessary, Preferences, Statistics).
Your consent ID:
VENPjDEPf+aRxmxY5vcSkip6jcvv32bUrCKx4lkGbOzOHgemPXyqZA==
Consent date: Monday, May 16, 2022, 12:34:28 PM GMT+8
Change your consent | Withdraw your consent
Cookie declaration last updated on 4/20/22 by Cookiebot:
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Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.
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Provider
Purpose
Expiry
Type
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This cookie is used to distinguish between humans and bots.
This is beneficial for the website, in order to make valid reports on
the use of their website.
1 day
HTTP Cookie
CookieConsent
Stores the user's cookie consent state for the current
domain
1 year
HTTP Cookie
form_key
www.repeatcashmere.com
Ensures visitor browsing-security by preventing cross-site
request forgery. This cookie is essential for the security of the
website and visitor.
1 day
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www.repeatcashmere.com
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used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
Persistent
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www.repeatcashmere.com
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used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
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www.repeatcashmere.com
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used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
Persistent
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mage-cache-sessid
www.repeatcashmere.com
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optimizes the response rate between the visitor and the site, by
distributing the traffic load on multiple network links or servers.
1 day
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mage-cache-storage
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optimizes the response rate between the visitor and the site, by
distributing the traffic load on multiple network links or servers.
1 day
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www.repeatcashmere.com
This cookie is used in context with load balancing - This
optimizes the response rate between the visitor and the site, by
distributing the traffic load on multiple network links or servers.
1 day
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mage-cache-timeout
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used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
Persistent
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mage-messages
www.repeatcashmere.com
Necessary for the functionality of the website's chat-box
function.
1 day
HTTP Cookie
pa-l
Necessary for the integration of Pinterest on the website.
Pinterest.com provides an audio-visual service on the website.
Persistent
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pa-l_enabled
Necessary for the integration of Pinterest on the website.
Pinterest.com provides an audio-visual service on the website.
Persistent
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PHPSESSID
www.repeatcashmere.com
Preserves user session state across page requests.
1 day
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private_content_version
www.repeatcashmere.com
This cookie is necessary for the cache function. A cache is
used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
10 years
HTTP Cookie
product_data_storage
www.repeatcashmere.com
Determines which products the user has viewed, allowing the
website to promote related products.
1 day
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recently_compared_product
www.repeatcashmere.com
Necessary for the compare-products function on the website.
1 day
HTML Local Storage
X-Magento-Vary
www.repeatcashmere.com
This cookie is necessary for the cache function. A cache is
used by the website to optimize the response time between the visitor
and the website. The cache is usually stored on the visitor’s browser.
1 day
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Preferences (2)
Preference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.
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Provider
Purpose
Expiry
Type
klaviyoOnsite
The cookie is used to manage the mailing list, if the
visitor has subscribed to any newsletters or blog posts.
Persistent
HTML Local Storage
section_data_ids
www.repeatcashmere.com
Used in context with the shopping cart functionality.
Remembers any wish-list products and visitor credentials when checking
out.
1 year
HTTP Cookie
Statistics (13)
Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.
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Provider
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Type
__kla_id
This cookie is used to collect information on the visitor's
behavior. This information will be stored for internal use on the
website – internal analytics is used to optimize the websites or to
register if the visitor has subscribed to a newsletter.
2 years
HTTP Cookie
_ga
Registers a unique ID that is used to generate statistical
data on how the visitor uses the website.
2 years
HTTP Cookie
_ga_#
Used by Google Analytics to collect data on the number
of times a user has visited the website as well as dates for the
first and most recent visit.
2 years
HTTP Cookie
_gid
Registers a unique ID that is used to generate
statistical data on how the visitor uses the website.
1 day
HTML Local Storage
collect
Used to send data to Google Analytics about the
visitor's device and behavior. Tracks the visitor across
devices and marketing channels.
Session
Pixel Tracker
personalization_id
This cookie is set by Twitter. The cookie allows
the visitor to share content from the website on his/her
Twitter profile.
2 years
HTTP Cookie
recently_compared_product_previous
www.repeatcashmere.com
Collects information on which products have been
viewed by the visitor - This is used for optimizing the
specific visitor's navigation on the website.
1 day
HTML Local Storage
recently_viewed_product
www.repeatcashmere.com
Collects information on which products have been
viewed by the visitor - This is used for optimizing the
specific visitor's navigation on the website.
1 day
HTML Local Storage
recently_viewed_product_previous
www.repeatcashmere.com
Collects information on which products have been
viewed by the visitor - This is used for optimizing the
specific visitor's navigation on the website.
1 day
HTML Local Storage
sessionPageNumbers
Sets a unique ID for the session. This allows
the website to obtain data on visitor behaviour for
statistical purposes.
Session
HTML Local Storage
sessionStartTime
This cookie is used to determine when the
visitor last visited the different subpages on the website -
the cookie also sets a timestamp for when the session
started.
Session
HTML Local Storage
vuid
Collects data on the user's visits to the
website, such as which pages have been read.
2 years
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Marketing (17)
Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.
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Provider
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Expiry
Type
__kla_viewed
www.repeatcashmere.com
Collects information on the user's website
navigation and preferences - This is used to target
potential newsletter based upon this information.
Persistent
HTML Local Storage
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Used by Facebook to deliver a series of
advertisement products such as real time bidding from third
party advertisers.
3 months
HTTP Cookie
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Used by Google AdSense for experimenting with
advertisement efficiency across websites using their
services.
3 months
HTTP Cookie
ads/ga-audiences
Used by Google AdWords to re-engage visitors
that are likely to convert to customers based on the
visitor's online behaviour across websites.
Session
Pixel Tracker
i/adsct [x2]
The cookie is used by Twitter.com in order to
determine the number of visitors accessing the website
through Twitter advertisement content.
Session
Pixel Tracker
IDE
Used by Google DoubleClick to register and
report the website user's actions after viewing or clicking
one of the advertiser's ads with the purpose of measuring
the efficacy of an ad and to present targeted ads to the
user.
1 year
HTTP Cookie
iutk
Recognises the user's device and what Issuu
documents have been read.
179 days
HTTP Cookie
muc_ads
Collects data on user behaviour and interaction
in order to optimize the website and make advertisement on
the website more relevant.
2 years
HTTP Cookie
pagead/1p-user-list/#
Tracks if the user has shown interest in
specific products or events across multiple websites and
detects how the user navigates between sites. This is used
for measurement of advertisement efforts and facilitates
payment of referral-fees between websites.
Session
Pixel Tracker
pagead/landing [x2]
Collects data on visitor behaviour from multiple
websites, in order to present more relevant advertisement -
This also allows the website to limit the number of times
that they are shown the same advertisement.
Persistent
Pixel Tracker
tr
Used by Facebook to deliver a series of
advertisement products such as real time bidding from third
party advertisers.
Session
Pixel Tracker
Unclassified (82)
Unclassified cookies are cookies that we are in the process of classifying, together with the providers of individual cookies.
Name
Provider
Purpose
Expiry
Type
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Your consent
REPEAT cashmere uses cookies to ensure that we provide the best possible standard of service to our online customers. However, as part of our privacy and security policy, we require your consent to use them.
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Terms and conditions
Terms and Conditions
These General Terms and Conditions of Thuiswinkel.org were drawn up in consultation with the Consumers' Association within the framework of the Self-Regulation Coordination Group (CZ) of the Social and Economic Council and will become operable as of 1st June 2014.
Index
Article 1 - Definitions
Article 2 - Identity of the trader
Article 3 - Applicability
Article 4 - The offer
Article 5 - The contract
Article 6 - Right of withdrawal
Article 7 - Customers' obligations in case of withdrawal
Article 8 - Customers who exercise their right of withdrawal and the costs involved
Article 9 - Traders' obligations in case of withdrawal
Article 10 - Precluding the right of withdrawal
Article 11 - The price
Article 12 - Contract fulfilment and extra guarantee
Article 13 - Delivery and implementation
Article 14 - Extended duration transactions: duration, termination and prolongation
Article 15 - Payment
Article 16 - Complaints procedure
Article 17 - Disputes
Article 18 - Branch guarantee
Article 19 - Additional or different stipulations
Article 20 - Amendment to the general terms and conditions of Thuiswinkel.org
Article 1 - Definitions
The following definitions apply in these terms and conditions:
1. Supplementary agreement: an agreement in which a consumer obtains products, digital content and/or services via a distance contract, and a trader or a third party delivers these products, digital content and/or services in accordance with an agreement between that third party and the trader;
2. Withdrawal period: the period within which a consumer can make use of his right of withdrawal;
3. Consumer: a natural person whose actions are not carried out for objectives relating to the course of a trade, a profession or a business;
4. Day: calendar day;
5. Digital content: data that are produced and supplied in digital form;
6. Extended duration transaction: a distance contract relating to a series of products and/or services, whereby the obligation to supply and/or purchase is spread over a period of time;
7. Durable medium: every means - including emails - that enables a consumer or trader to store information that is addressed to him in person in a way that facilitates its future use or consultation during a period that is in keeping with the objective for which the information is intended, and which facilitates the unaltered reproduction of the stored information;
8. Right of withdrawal: the possibility for a consumer to waive a distance contract within the withdrawal period;
9. Trader: a natural or legal person who is a member of Thuiswinkel.org and who offers products, (access to) digital content and/or services to consumers from a distance;
10. Distance contract: a contract concluded between a trader and a consumer within the framework of system organized for the distance sale of products, digital content and/or services, whereby sole or partly use is made of one or more techniques for distance communication up to and including the moment that the contract is concluded;
11. Model form for right of withdrawal: the European model form for right of withdrawal that is included in Appendix I of these terms and conditions;
12. Technique for distance communication: means that can be used for communication regarding the offer made by the trader and concluding a contract, without the necessity of the consumer and trader being in the same place at the same time.
Article 2 - Identity of the trader
Name trader: Repeat Fashion B.V.
Registered address: Noorderdreef 68, 2153 LL Nieuw-Vennep (Nederland)
Telephone number and time(s) at which the trader can be contacted by telephone:
+44 (0)20 8068 1984 Monday to Friday from 10:00 to 18:00
Emailadress: customerservice@repeatcashmere.com Chamber of Commerce number: 33174019 VAT identification number: NL810902424B01
Article 3 - Applicability
1. These general terms and conditions apply to every offer made by a trader and to every distance contract that has been realized between an trader and a consumer.
2. Prior to the conclusion of a distance contract, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the trader will indicate, before the distance contract is concluded, in what way the general terms and conditions are available for inspection at the trader's premises and that they will be sent free of charge to the consumer, as quickly as possible, at the consumer's request.
3. If the distance contract is concluded electronically, then, contrary to the previous paragraph, and before the distance contract is concluded, the consumer will be provided with the text of these general terms and conditions electronically, in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, then before concluding the distance contract, the trader will indicate where the general terms and conditions can be inspected electronically and that at his request they will be sent to the consumer free of charge, either electronically or in some other way.
4. In cases where specific product or service-related terms and conditions apply in addition to these general terms and conditions, the second and third paragraphs apply by analogy and the consumer can always invoke the applicable condition that is most favorable to him in the event of incompatible general terms and conditions.
Article 4 - The offer
1. If an offer is subject to a limited period of validity or is made subject to conditions, this will be explicitly mentioned in the offer.
2. The offer contains a complete and accurate description of the products, digital content and/or services being offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader makes use of illustrations, these will be a true representation of the products and/or services being offered. The trader is not bound by obvious errors or mistakes in the offer.
3. Every offer contains information that makes it clear to the consumer what rights and obligations are related to the acceptance of the offer.
Article 5 - The contract
1. The contract will be concluded, subject to that which is stipulated in paragraph 4, at the moment at which the consumer accepts the offer and the conditions thereby stipulated have been fulfilled.
2. If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of acceptance of the offer electronically. The consumer can dissolve the contract as long as this acceptance has not been confirmed by the trader.
3. If the contract is concluded electronically, the trader will take suitable technical and organizational measures to secure the electronic transfer of data and he will ensure a safe web environment. If the consumer is able to pay electronically, the trader will take suitable security measures.
4. The trader may obtain information – within statutory frameworks – about the consumer's ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the distance contract. If that research gives the trader proper grounds for declining to conclude the contract, then he has a right, supported by reasons, to reject an order or application or to bind its implementation to special conditions.
5. The trader will send to a consumer, at the latest when delivering a product, service or digital content, the following information, in writing, or in such a way that the consumer can store it on an accessible durable medium:
a. the office address of the trader's business location where the consumer can lodge complaints;
b. the conditions under which the consumer can make use of the right of withdrawal and the method for doing so, or a clear statement relating to preclusion from the right of withdrawal;
c. information on guarantees and existing after-sales service;
d. the price, including all taxes on the product, service or digital content; the costs of delivery insofar as applicable, and the method of payment, delivery or implementing the distance contract;
e. the requirements for terminating the contract, if the duration of the contract exceeds one year or if it is indefinite;
f. if the consumer has a right of withdrawal, the model form for right of withdrawal.
6. In case of an extended duration contract, the stipulation in the previous paragraph applies only to the first delivery.
Article 6 - Right of withdrawal
Upon delivery of products:
1. When purchasing products, a consumer has the right to dissolve a contract, without giving reasons, during a period of at least 14 days. The trader is allowed to ask a consumer for the reason of this dissolution, but the consumer is under no obligation to state his/her reason(s).
2. The period stipulated in para. 1 commences on the day after the product was received by the consumer, or a third party designated by the consumer, who is not the transporting party, or:
a. if the consumer has ordered several products: the day on which the consumer, or a third party designated by the consumer, received the last product. The trader may refuse a single order for several products with different delivery dates, provided he clearly informed the consumer of this prior to the ordering process.
b. if the delivery of a product involves different deliveries or parts: the day on which the consumer, or a third party designated by the consumer, received the last delivery or the last part;
c. with contracts for the regular delivery of products during a given period: the day on which the consumer, or a third party designated by the consumer, received the last product.
3. A consumer has the right to dissolve a contract, without giving reasons, for the supply of digital content that is not supplied on a material medium during a period of at least fourteen days. The trader is allowed to ask a consumer for the reason of this dissolution, but the consumer is under no obligation to state his/her reason(s).
4. The period stipulated in para. 3 commences on the day after the contract was concluded.
Extended withdrawal period for products, services and digital content that is not supplied on a material medium in the event a consumer was not informed about the right of withdrawal:5. If the trader did not provide the consumer with the statutorily obligatory information about the right of withdrawal or if the model form was not provided, the withdrawal period ends twelve months after the end of the originally stipulated withdrawal period based on the previous paragraphs of this article.
6. If the trader provided the consumer with the information referred to in the previous paragraph within twelve months of the commencing date of the original withdrawal period, the withdrawal period shall end 14 days after the day on which the consumer received the information.
Article 7 - Consumers' obligations during the withdrawal period
1. During the withdrawal period, the consumer shall treat the product and its packaging with care. He shall only unpack or use the product in as far as necessary in order to assess the nature, characteristics and efficacy of the product. The point of departure here is that the consumer may only handle and inspect the product in the same way that he would be allowed in a shop.
2. The consumer is only liable for the product's devaluation that is a consequence of his handling the product other than as permitted in para. 1.
3. The consumer is not liable for the product's devaluation if the trader did not provide him with all the statutorily obligatory information about the right of withdrawal before the contract was concluded.
Article 8 - Consumers who exercise their right of withdrawal and the costs involved
1. A consumer who wants to exercise his right of withdrawal shall report this to the trader, within the withdrawal period, by means of the model form for right of withdrawal or in some other unequivocal way.
2. As quickly as possible, but no later than 14 days after the day of reporting as referred to in para. 1, the consumer shall return the product, or hand it over to (a representative of) the trader. This is not necessary if the trader has offered to collect the product himself. The consumer will in any case have complied with the time for returning goods if he sends the product back before the withdrawal period has lapsed.
3. The consumer returns the product with all relevant accessories, if reasonably possible in the original state and packaging, and in accordance with the reasonable and clear instructions provided by the trader.
4. The risk and the burden of proof for exercising the right of withdrawal correctly and in time rest upon the consumer.
5. The consumer bears the direct costs of returning the product. If the trader has not declared that the consumer shall bear these costs or if the trader indicates a willingness to bear these costs himself, then the consumer shall not be liable to bear the costs of returning goods.
6. If the consumer exercises his right of withdrawal, after first explicitly having asked that the service provided or the delivery of gas, water or electricity not prepared for sale shall be implemented in a limited volume or a given quantity during the period of withdrawal, the consumer shall owe the trader a sum of money that is equivalent to that proportion of the contract that the trader has fulfilled at the moment of withdrawal, in comparison with fulfilling the contract entirely.
7. The consumer shall bear no costs for implementing services or the supply of water, gas or electricity not prepared for sale – in a limited volume or quantity – or for delivering city central heating, if:
a. the trader did not provide the consumer with the statutorily obligatory information about the right of withdrawal, the costs payable in the event of withdrawal or the model form for right of withdrawal, or
b. the consumer did not explicitly ask about the commencement of implementing the service or the delivery of gas, water, electricity or city central heating during the period of withdrawal.
8. The consumer shall bear no costs for the entire or partial supply of digital content that is not supplied on a material medium, if:
a. prior to delivery, he did not explicitly agree to commencing fulfilment of the contract before the end of the period of withdrawal;
b. he did not acknowledge having lost his right of withdrawal upon granting his permission; or
c. the trader neglected to confirm this statement made by the consumer.
9. If a consumer exercises his right of withdrawal, all supplementary agreements are legally dissolved.
Article 9 - Traders' obligations in a case of withdrawal
1. If the trader makes it possible for a consumer to declare his withdrawal via electronic means, then after receiving such a declaration, he sends immediate confirmation of receipt.
2. The trader reimburses the consumer immediately with all payments, including any delivery costs the trader charged for the returned product, though at the latest within 14 days after the day on which the consumer reported the withdrawal. Except in cases in which the trader has offered to retrieve the product himself, he can postpone refunding until he has received the product or until the consumer proves he has returned the product, depending on which occurs earlier.
3. For any reimbursement, the trader will use the same payment method that was initially used by the consumer, unless the consumer agrees to another method. Reimbursement is free of charge for the consumer.
4. If the consumer chose an expensive method of delivery in preference to the cheapest standard delivery, the trader does not have to refund the additional costs of the more expensive method.
Article 10 - Precluding the right of withdrawal
The trader can preclude the right of withdrawal for the following products and services, but only if the trader stated this clearly when making the offer, or at least in good time prior to conclusion of the contract:
1. Products or services whose prices are subject to fluctuations on the financial market over which the trader has no influence and which can occur within the period of withdrawal;
2. Contracts concluded during a public auction. A public auction is defined as a sales method whereby a trader offers products, digital content and/or services at an auction, under the directions of an auctioneer, and whereby the successful purchaser is obliged to purchase the products, digital content and/or services;
3. Service contracts, after full completion of the service, but only if:
a. implementation started with the explicit prior agreement of the consumer; and
b. the consumer declared having lost his right or withdrawal as soon as the trader had completed the contract in full;
4. Service contracts providing access to accommodation, if the contract already stipulates a certain date or period of implementation and other than for the purpose of accommodation, the transport of goods, car rental services and catering;
5. Contracts relating to leisure activities, if the contract already stipulates a certain date or period of implementation;
6. Products manufactured according to the consumer's specifications, which were not prefabricated and were made based on a consumer's specific choice or decision, or which are clearly intended for a specific person;
7. Products subject to rapid decay or with a limited shelf-life;
8. Sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken subsequent to delivery;
9. Products that, due to their nature, have been irretrievably mixed with other products;
10. Alcoholic drinks whose price was agreed when concluding the contract, but the delivery of which can only take place after 30 days, and the actual value of which depends on market fluctuations over which the trader has no influence;
11. Sealed audio/video-recordings and computer apparatus whose seal was broken after delivery;
12. The delivery of digital content other than on a material medium, but only if:
a. the delivery commenced with the consumer's explicit prior agreement, and
b. the consumer declared that this implied his having lost his right of withdrawal.
Article 11 - The price
1. During the period of validity indicated in the offer, the prices of the products and/or services being offered will not be increased, except for price changes in VAT-tariffs.
2. Contrary to the previous paragraph, the trader may offer products or services at variable prices, in cases where these prices are subject to fluctuations in the financial market over which the trader has no influence. The offer must refer to this link with fluctuations and the fact that any prices mentioned are recommended prices.
3. Price increases within 3 months after the contract was concluded are only permitted if they are the result of statutory regulations or stipulations.
4. Price increases more than 3 months after the contract was concluded are only permitted if the trader stipulated as much and:
a. they are the result of statutory regulations or stipulations; or
b. the consumer is authorized to terminate the contract on the day on which the price increase takes effect.
5. Prices stated in offers of products or services include VAT.
Article 12 - Contract fulfilment and extra guarantee
1. The trader guarantees that the products and/or services fulfill the contract, the specifications stated in the offer, the reasonable requirements of reliability and/or serviceability and the statutory stipulations and/or government regulations that existed on the date that the contract was concluded. If agreed the trader also guarantees that the product is suited for other than normal designation.
2. An extra guarantee arrangement offered by the trader, manufacturer or importer can never affect the statutory rights and claims that a consumer can enforce against the trader on the grounds of the contract if the trader failed to fulfil his part in the contract.
3. An extra guarantee is defined as every commitment of a trader, his supplier, importer or manufacturer that grants a consumer rights or claims, in excess of those provided by law, for the event that he fails to fulfil his part in the contract.
Article 13 - Supply and implementation
1. The trader will take the greatest possible care when receiving and implementing orders for products and when assessing applications for the provision of services.
2. The place of delivery is deemed to be the address that the consumer makes known to the company.
3. Taking into consideration that which is stated in article 4 of these general terms and conditions, the company will implement accepted orders with efficient expedition, though at the latest within 30 days, unless a different period of delivery has been agreed. If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the consumer will be informed about this at the latest 30 days after the order was placed. In this case, the consumer has a right to dissolve the contract free of charge and a right to possible damages.
4. Following dissolution in accordance with the previous paragraph, the trader refunds the consumer immediately the sum he had paid.
5. The risk of damage and/or loss of products rests upon the trader up to the moment of delivery to the consumer or a representative previous designated by the consumer and announced to the trader, unless this has explicitly been agreed otherwise.
Article 14 - Extended duration transactions: duration, termination and prolongation
Termination
1. The consumer has a right at all times to terminate an open-ended contract that was concluded for the regular supply of products (including electricity) or services, subject to the agreed termination rules and a period of notice that does not exceed one month.
2. The consumer has a right at all times to terminate a fixed-term contract that was concluded for the regular supply of products (including electricity) or services at the end of the fixed-term, subject to the agreed termination rules and a period of notice that does not exceed one month.
3. With respect to contracts as described in the first two paragraphs, the consumer can:
- terminate them at all times and not be limited to termination at a specific time or during a specific period;
- terminate them in the same way as that in which they were concluded;
- always terminate them subject to the same period of notice as that stipulated for the trader.
4. A fixed-term contract that was concluded for the regular supply of products (including electricity) or services may not be automatically prolonged or renewed for a fixed period of time.
5. In departure from that which is stated in the previous paragraph, a fixed-term contract that has been concluded for the regular supply of daily or weekly newspapers or magazines may be automatically prolonged for a fixed term that does not exceed three months, if the consumer is at liberty to terminate this prolonged contract towards the end of the prolongation, with a period of notice that does not exceed one month.
6. A fixed-term contract that has been concluded for the regular supply of products or services may only be automatically prolonged for an indefinite period of time if the consumer has at all times the right to terminate, with a period of notice that does not exceed one month and, in the case of a contract to supply daily or weekly newspapers or magazines regularly but less than once per month, a period that does not exceed three months.
7. A fixed term contract for the regular supply, by way of introduction, of daily or weekly newspapers and magazines (trial subscriptions or introductory subscriptions) will not be automatically prolonged and will automatically terminate at the end of the trial period or introductory period.
Duration8. If the fixed-term of a contract exceeds one year, then after one year the consumer has at all times a right to terminate, with a period of notice that does not exceed one month, unless reasonableness and fairness dictate that premature termination of the contract would be unacceptable.
Article 15 - Payment
1. As far as no other date is stipulated in the contract or supplementary conditions, sums payable by the consumer should be paid within 14 days after commencement of the withdrawal period, or in the absence of a withdrawal period within 14 days after the conclusion of the contract. In the case of a contract to provide a service, this 14-day period starts on the day after the consumer received confirmation of the contract.
2. When selling products to consumers, the general terms and conditions may never stipulate an advance payment in excess of 50%. Where advance payment is stipulated, the consumer cannot invoke any rights whatsoever in relation to the implementation of the order or service(s) in question before the stipulated advance payment has been made.
3. The consumer is obliged to report immediately to the trader any inaccuracies in payment data provided or stated.
4. If a consumer fails to fulfil his payment obligation(s) in good time, after the trader has informed the consumer about the late payment, the consumer is allowed 14 days in which to fulfil the obligation to pay; if payment is not made within this 14-day period, statutory interest will be payable over the sum owed and the trader has the right to charge reasonable extrajudicial costs of collection he has incurred. These costs of collection amount to, at the most: 15% of unpaid sums up to €2,500; 10% over the next €2,500; and 5% over the next €5,000, with a minimum of €40. The trader can make departures from these sums and percentages that are favorable to the consumer.
Article 16 - Complaints procedure
1. The trader provides for a complaints procedure, that has been given sufficient publicity, and will deal with a complaint in accordance with this complaints procedure.
2. A consumer who has discovered shortcomings in the implementation of a contract must submit any complaints to the trader without delay, in full and with clear descriptions.
3. A reply to complaints submitted to the trader will be provided within a period of 14 days, calculated from the date of receipt. If it is anticipated that a complaint will require a longer processing time, then the trader will reply within 14 days, confirming receipt and indicating when the consumer can expect a more elaborate reply.
4. A complaint about a product, a service or the trader's service can also be submitted via a complaints form on the consumer's page of the website of Thuiswinkel.org (www.thuiswinkel.org). The complaint is then sent both to the trader concerned and Thuiswinkel.org.
5. A complaint that cannot be solved in joint consultation within a reasonable period of time, or within 3 months after it was submitted, becomes a dispute that is subject to the disputes settlement scheme.
Article 17 - Disputes
1. Contracts entered into between a trader and a consumer and which are subject to these general terms and conditions are subject only to Dutch law.
2. Disputes between a consumer and an trader over the conclusion or exercising of contracts relating to products and services to be supplied by this trader can be put before the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (http://www.sgc.nl), by either the consumer or the trader, with due observance of that which is stipulated below.
3. The Disputes Committee will only deal with a dispute if the consumer first put his complaint, without delay, to the trader.
4. The dispute should be submitted to the Disputes Committee, in writing, at the latest by three months after the dispute arose.
5. If a consumer wants to put a dispute before the Disputes Committee, the trader is bound by that choice. If it is at the wishes of the trader, then the consumer will indicate, in response to a written request made by the trader, whether he is in contract, or prefers the dispute to be dealt with by the competent law-court. If the consumer does not indicate his choice to the trader within a period of five weeks, then the trader has a right to put the dispute before the competent law-court.
6. Rulings of the Disputes Committee are subject to the conditions as stipulated in the regulations of the Disputes Committee. Decisions of the Disputes Committee take the form of binding advice.
7. The Disputes Committee will not deal with a dispute – or will terminate their intervention – if the trader has been granted a suspension of payments, gone bankrupt or has actually terminated business activities before the committee dealt with the dispute during a session and rendered a final ruling.
8. If, alongside the Thuiswinkel Disputes Committee, there is another competent disputes committee that is recognized or one that is affiliated with the Disputes Committee Foundation for Consumer Affairs (SGC) or the Complaints Institute Financial Services (Kifid), the Thuiswinkel Disputes Committee shall preferably have jurisdiction for disputes that relate principally to the sales method or to providing services long-distance. For all other disputes, this this will be the other disputes committee that is recognized by the SGC or affiliated with the Kifid.
Article 18 - Branch guarantee
1. Thuiswinkel.org guarantees the fulfilment of obligations of her members in relation to binding advices imposed on them by the Thuiswinkel Disputes Committee, unless the member decides to put the binding advice before a law-court for verification within two months after the date of that advice. In case of law-court verification the suspension of the guarantee will end and the guarantee will come into effect again upon the court ruling becoming final and conclusive, whereby the court has declared that the binding advice has binding effect. Up to a maximum sum of €10,000 per binding advice Thuiswinkel.org will pay this sum to the consumer. In case of sums higher than €10,000 per binding advice, the sum of €10,000 will be paid. In as far as the sum is higher than €10,000, Thuiswinkel.org has the obligation to take reasonable adequate efforts to pursue the member to fulfil the binding advice.
2. Application of this guarantee requires the consumer to submit a written appeal to Thuiswinkel.org and to transfer his claim on the trader to Thuiswinkel.org. In as far as the claim on the trader exceeds the sum of €10,000, the consumer will be offered the possibility to transfer his claim on the trader above the sum of €10,000 to Thuiswinkel.org, where after this organization will pursue payment of the claim in court on her own title and costs.
Article 19 - Additional or different stipulations
Additional stipulations or stipulations that differ from these general terms and conditions, may not be detrimental to the consumer and should be recorded in writing, or in such a way that consumers can store them in a readily accessible manner on a durable medium.
Article 20 - Amendment to the general terms and conditions of Thuiswinkel.org
1. Thuiswinkel.org will only amend these general terms and conditions after consultation with the Consumers' Association.
2. Amendments to these terms and conditions will only come into effect after they have been published in the appropriate way, on the understanding that where amendments apply during the validity of an offer, the stipulation that is most favorable to the consumer will prevail.
21. Download
Please click the download image to download the General Terms and Conditions in PDF format.